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Article

Bart Van Looy, Paul Gemmel, Steven Desmet, Roland Van Dierdonck and Steven Serneels

Notes that the nature of the service process makes the measurement of productivity and quality more difficult. In this paper a methodology to delineate relevant indicators…

Abstract

Notes that the nature of the service process makes the measurement of productivity and quality more difficult. In this paper a methodology to delineate relevant indicators of productivity and quality for services is developed. For both types of indicators, process analysis is a starting point. Insights from activity‐based management are introduced to work out productivity indicators. An approach based on quality function deployment is used to delineate relevant quality indicators. Both approaches are illustrated with case study material. During the process of developing these indicators, it became clear that realizing quality and productivity simultaneously within the service delivery process might imply a trade‐off. Implications and further extensions of this dynamic relationship are discussed within a larger service strategy framework.

Details

International Journal of Service Industry Management, vol. 9 no. 4
Type: Research Article
ISSN: 0956-4233

Keywords

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Article

Mark MacPherson, Steven Dukeshire, Gefu Wang‐Pruski and Vivek Varma

The North American fresh potato market has been in decline for over ten years, yet little consumer research has penetrated beyond the factors influencing the purchase…

Abstract

Purpose

The North American fresh potato market has been in decline for over ten years, yet little consumer research has penetrated beyond the factors influencing the purchase decision. The purpose of this study is to provide a deeper understanding of the purchase decision for the fresh potato by exploring the linkages between the choice tactics employed in the store, post‐purchase evaluations in the home and the value orientations motivating consumption.

Design/methodology/approach

For this study, semi‐structured focus groups were conducted and analyzed using framework analysis.

Findings

This study presents a choice tactic formation and refinement model for the fresh potato that illustrates a feedback process between in‐home evaluations of the fresh potato and the four choice tactics employed at the point of purchase (potato size, color, shape and size uniformity). Each evaluative outcome related back to one of three value orientations (taste, health and lifestyle). Only two of the value orientations (taste and lifestyle) were found to be influencing the formation and refinement of these choice tactics. Positive and negative evaluative outcomes were also found to be dependent on whether participants thought of the potato as either fresh or prepared.

Originality/value

Detailed insights into a feedback process between in‐home evaluations of the fresh potato and the choice tactics employed at the point of purchase.

Details

Qualitative Market Research: An International Journal, vol. 15 no. 3
Type: Research Article
ISSN: 1352-2752

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Article

Yanina Chevtchouk, Cleopatra Veloutsou and Robert A. Paton

The marketing literature uses five different experience terms that are supposed to represent different streams of research. Many papers do not provide a definition, most…

Abstract

Purpose

The marketing literature uses five different experience terms that are supposed to represent different streams of research. Many papers do not provide a definition, most of the used definitions are unclear, the different experience terms have similar dimensionality and are regularly used interchangeably or have the same meaning. In addition, the existing definitions are not adequately informed from other disciplines that have engaged with experience. This paper aims to build a comprehensive conceptual framework of experience in marketing informed by related disciplines aiming to provide a more holistic definition of the term.

Design/methodology/approach

This research follows previously established procedures by conducting a systematic literature review of experience. From the approximately 5,000 sources identified in three disciplines, 267 sources were selected, marketing (148), philosophy (90) and psychology (29). To address definitional issues the analysis focused on enlightening four premises.

Findings

This paper posits that the term brand experience can be used in all marketing-related experiences and proposes four premises that may resolve the vagaries associated with the term’s conceptualization. The four premises address the what, who, how and when of brand experience and aim to rectify conceptual issues. Brand experience is introduced as a multi-level phenomenon.

Research limitations/implications

The suggested singular term, brand experience, captures all experiences in marketing. The identified additional elements of brand experience, such as the levels of experience and the revision of emotions within brand experience as a continuum, tempered by repetition, should be considered in future research.

Practical implications

The multi-level conceptualization may provide a greater scope for dynamic approaches to brand experience design thus providing greater opportunities for managers to create sustainable competitive advantages and differentiation from competitors.

Originality/value

This paper completes a systematic literature review of brand experience across marketing, philosophy and psychology which delineates and enlightens the conceptualization of brand experience and presents brand experience in a multi-level conceptualization, opening the possibility for further theoretical, methodological and interdisciplinary promise.

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Article

Sumi Jha

The purpose of this paper is to understand various antecedents of organizational citizenship behavior (OCB). Transformational leadership and psychological empowerment were…

Abstract

Purpose

The purpose of this paper is to understand various antecedents of organizational citizenship behavior (OCB). Transformational leadership and psychological empowerment were two independent variables chosen for the study.

Design/methodology/approach

Standard questionnaires were used to collect data. The sample of 319 employees of different five-star hotels formed the source of data. Frontline employees having two to three subordinates and were from hotels which were in operation at least since last two years, took part in the study.

Findings

The effect of transformational leadership on OCB has been found to be significant and positive. The moderating effect of psychological empowerment on OCB was also found significant.

Research limitations/implications

The theoretical development from this paper will contribute toward understanding the antecedents of OCB. The moderating effect of psychological empowerment will reinforce the importance of psychological empowerment.

Practical implications

It can develop practices to enhance the feeling of psychological empowerment through several training program. Leaders at the top positions shall emphasize on OCB by bringing cultural change.

Originality/value

This paper probes the OCB's antecedents. It also studied the moderating effect of psychological empowerment on the relationship of transformational leadership and OCB.

Details

South Asian Journal of Global Business Research, vol. 3 no. 1
Type: Research Article
ISSN: 2045-4457

Keywords

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